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Customer Service
Sr Manager-Digital Customer Success & Enablement
@Katalon, Inc.
[Hiring] Sr Manager-Digital Customer Success & Enablement @Katalon, Inc.
Mar 28, 2025 - Katalon, Inc. is hiring a remote Sr Manager-Digital Customer Success & Enablement. 💸 Salary: attractive compensation package with quarterly performance bonus. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Our fast-growing SaaS testing platform is looking to add an experienced Technical Account Manager to our team to drive customer adoption, engagement, and success.
- Develop and execute a global Scaled Customer Success strategy that aligns with company goals and customer needs.
- Lead, mentor, and optimize a pooled CSM team, defining processes and engagement models to efficiently support a high volume of customers.
- Create scalable programs to improve adoption, mitigate risk, and enhance retention through data-driven insights.
- Implement and refine best practices, playbooks, automation, and digital touchpoints to maximize efficiency and customer impact.
- Leverage data and analytics to track success, identify trends, and drive continuous improvements in customer engagement.
- Enhance cross-functional collaboration, working with Customer Success, Operations, Marketing, Product, and Sales to ensure a seamless customer journey and minimize friction points.
- Partner with Product to build in-product digital workflows to improve product adoption for these customers.
- Content Creation: Partner with the enablement team to build customer success frameworks, templates and playbooks.
- Process Improvement: Identify and implement best practices, process improvements and training to enhance consistency, scalability, and efficiency across different customer journey touchpoints.
Qualifications
- 8+ years of experience in Customer Success, Digital Customer Experience, or a related field, with at least 3 years in a leadership role.
- Proven experience in building and scaling customer success programs within a pooled or scaled customer success model.
- Deep understanding of customer journey frameworks, segmentation, and lifecycle automation.
- Strong knowledge of CS technology, tools, and best practices (e.g., Gainsight, community platforms, in-app messaging, AI-driven engagement).
- Excellent analytical skills with the ability to use data to drive decision-making and prioritize high-impact initiatives.
- Strong leadership and change management skills, with a passion for innovation and operational excellence.
- Ability to thrive in a fast-paced, evolving environment and design an org structure that enables long-term growth.
- A collaborative mindset with the ability to influence and bring innovation to peers across the organization.
Benefits
- Attractive compensation package with achievable and compelling Quarterly Performance Bonus (modeled at 90% of gross monthly salary).
- Self-Managed Paid Time Off (PTO) – We trust our employees to manage their time responsibly.
- 100% company-paid Medical, Dental, & Vision insurance for employees and their dependents.
- 401(k) retirement plan with company match.
- A diverse, inclusive, and collaborative work environment where innovation and growth are encouraged.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
attractive compensation package with quarterly performance bonus
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
